Voice and video call recording system for Adportas CCKall · 2017. 12. 7. · External backup system SIP trunk IP phone audio External audio Encrypted communication User interface

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© Adportas 2017, all rights reserved. v.0.1.0 / Cisco is a registered trademark of Cisco Systems, Inc.

Voice and video call recording system for Adportas CCKall

Index.

1.- Introduction..................................................................................................................................................................................................................... 02

2.- Adportas RecKall in Adportas CCKall architecture .................................................................................................................................................. 02

3.- Adportas RecKall main features .................................................................................................................................................................................. 03 3.1 Recording 3.2 System 3.3 Agent and supervisor web interface

4.- User web interface ........................................................................................................................................................................................................ 04 4.1 User administration 4.2 Extensions 4.3 Traceability 4.4 Search voice and video recordings 4.5 Tag insertion 4.6 Recording of transferred calls 4.7 Statistics 4.8 Backups 4.9 Black list 4.10 Metadata 4.11 Monitoring 4.11.1 Main panel

4.11.2 CUCM-RecKall validation 4.11.3 Unrecorded calls 4.11.4 Performance 4.11.5 Days without recording 4.11.6 Notification schedule

5.- Adportas Reckall functionalities ................................................................................................................................................................................... 13 5.1 Recording encrypted calls 5.2 Screen activity recording 5.3 Audio files 5.3.1 Storage formats 5.3.2 Encrypting audio files 5.4 Backups 5.4.1 Backup on shared folder 5.4.2 DVD or Blu-ray backup 5.5 High availability 5.6 Integration with external solutions 5.6.1 Audio recording recovery web service 5.6.2 Recording control web service

Requirements ................................................................................................................................................................................................................................ 15

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1. Introduction.

Adportas RecKall is a recording system for both voice and video call that integrates with the Adportas CCKall IP Contact Center and is intended for recording internal and public network calls, incoming and outgoing, permanently or on-demand.

Using an application installed in each agent’s PC, Adportas RecKall records its screen activity while the agent is assisting a client over a phone call, synchronizing the audio and video files generated and then attaching these to the application for later review from the agent or supervisor web interface.

Adportas RecKall can be configured in three capture modes:

Active Recording: Active voice recording over SIP trunk connection from IP phones to Cisco CUCM and BiB (Built-in Bridge), centralizing administration and reducing hardware investment for each branch.

Passive Recording: Passive voice recording over SPAN, capturing network traffic by replicating audio RTPs from telephones registered in the system using the preconfigured switch network port directed to the Adportas RecKall server.

Active Recording Skype for Business: Active voice recording of the Microsoft Skype for Business platform (1), where the IP central (Microsoft Skype for Business Server 1) directs the call towards the Adportas Microsoft Skype for Business Active Recording (1) module (UCMA application) over a MSLP script for audio capturing and later consolidation as a recording.

2. Adportas RecKall in Adportas CCKall architecture.

CRM or external data base

SupervisorCUCM

Skinny o SIPAgents

WEB SERVER

CTI(Computer Telephony

Integration)

ADPORTAS CCKALL

Adportas CCKallIVR Manager

Adportas CCKallE-mail Manager

Adportas CCKallACD Manager

Adportas CCKallChat Manager

Adportas CCKallOutbound Manager

AdportasRecKall

Adportas CCKallPhone Manager

Adportas CCKallQuality Manager

Adportas CCKallSocial Media

Manager

CCKalll web Interface

tcp/ip

SIP Trunk / SPAN www www

(1) Microsoft Skype for Business is a registered trademark of Microsoft Corporation.

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3. Adportas RecKall main features.

3.1 Recording.· Active Recording, Passive Recording or Microsoft Skype for Business 1 recording modes.· Recording of incoming and outgoing calls.· Permanent recording. · On-demand recording.· Recording encrypted calls (128-bit key).· Screen activity recording.· Centralized recording of multiple CUCM clusters.· Whispering recording.· Recording transferred calls sequences and conference calls.· Recording Jabber client and extension mobility (records the extension regardless of endpoint).

3.2 System.· Linux CentOS operating system, version 6 or higher.· Compatible with CUCM version 8.0 or higher.· Compatible with VMWare (virtualizable system).· Integration of main site with branches.· G.729A, G.711 μ-Law and G.711 A-Law CODECs support.· Open or encrypted format storage: .PCM (G.729 CODEC), .WAV (G.711 CODEC) and .OGG (Speex CODEC).· 1:10 audio file compression .· Optical media, shared folder and external systems backups.· High availability recording system (grabbers/concentrators).

3.3 Agent and supervisor web interface.· Search engine by criteria: recording ID, counterpart ANI, extension, type of call, date, duration, areas, metadata, etc..· Additional metadata integration.· Multiple profiles for flexible user and supervisor configuration.· Monitor specific ANIs.· Administration of recording groups (areas).· Tag marks on playback for easy location of important points and commentary insertion.· Integrated audio player and video download.· User activity traceability.· Reports and system health control panel.

(1) Microsoft Skype for Business is a registered trademark of Microsoft Corporation.

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Extension assignment.Define user playback and download privileges for extensions already assigned in Adportas RecKall.

4. User web interface.4.1 User administration (supervisor interface).Create, modify and delete users within the system, and assign extensions.

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4.3 Traceability (supervisor interface).This option registers logins for all users entering the portal, including activity details such as play-back, recording download, adding, modifying or deleting users, extension or blacklist; backup and business data modification, among others. Includes an integrated search engine by user, activity and date.

4.2 Extensions (supervisor interface).Add, modify or delete extensions.

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Agent interface.

4.4 Search voice and video recordings.Search recordings by registration number, extension, counterpart, type, date, beginning / end times, duration, etc. Allows playback of video and audio files from all calls stored in the system.

Supervisor interface.

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4.6 Recording of transferred calls (supervisor interface).Adportas RecKall records transferred calls and any transfer sequence generated for internal control.

4.5 Tag insertion (supervisor interface).The recording playback engine allows tagging and marking points of interest in any call for later use, and include any necessary commentaries.

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4.8 Backups (supervisor interface).Configure automatic recording backups by type, time, day, month and contact e-mail for backup messages.

4.7 Statistics (supervisor interface).Online display of overall number of recordings, storage space and number of backups.

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4.10 Metadata (supervisor interface).Enter additional data to any recording, for internal control.

4.9 Black list (supervisor interface).Enter telephone numbers requiring special monitoring in case of contact by incoming or outgoing calls. When a call is placed from a monitored ANI, Adportas RecKall sends an e-mail with the recording ID.

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4.11 Monitoring (supervisor interface).Monitor system health over detailed reports such as CUCM RecKall Validation, Un-recorded Calls, Performance, Days without Recording and Notification Schedule, which are sent by e-mail on a daily basis to previously specified users. Controls daily recording inactivity, time and pause duration and sends e-mail alerts in case of detection.

4.11.1 Main panel.Panels indicate system health in real time and a chart shows number of concurrent calls, monitored by time frames ranging from actual time until last 30 days.

4.11.2 CUCM-RecKall validation.Displays a list of all registered extensions in the recording system that are currently with CUCM validation problems and a corresponding failure description. Searches can be made by filters such as branch office, extension, user and observations.

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4.11.3 Unrecorded calls.Displays a list of all placed calls that have not been recorded. Search filters branch office, ID, origin / destination, MAC, revised number, call reference ID and date.

4.11.4 Performance.Displays the average consolidation times for recordings in the system. Search filters branch office, minimum / maximum range and time average.

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4.11.5 Days without recording.Displays days without recording from registered extensions. Search filters branch office, name, extension, days without recording, last recording and status.

4.11.6 Notification schedule.From this option you may configure the time intervals, days and schedules for lack of recording activity monitoring. One or more e-mails may be configured to receive notifications in case of recording failure of any registered extension.

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5. Adportas RecKall functionalities.

5.1 Recording encrypted calls.Encrypted calls solution diagram:

CUCM CTI service

Adportas RecKall

Recording services

User and archive system interface

VoIP Gateway

Internal IP phone (with BIB)

External backup system

SIP trunk

IP phone audio

External audio

Encrypted communication

User interface

Video app

http/ZIPPSTN LAN

CTI Link

Considerations for encrypted call recording.a. The IP central (CUCM) is configured for IP telephones to send and receive encrypted audio streams. This requires a previous incorporation of encryption keys provided by Cisco for this purpose.b. The IP central (CUCM) requires a certificate provided by Adportas for SIP signal stream encryption between the IP central (CUCM) and the Adportas RecKall recorder.c. Recorded telephones require both encryption and Active Recording support.

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5.2 Screen activity recording.Adportas RecKall records the screen activity during a telephone call over a Java application installed in the user’s PC, synchronizing and storing audio and video files in the recording server once the call is ended.

5.3 Audio files.

5.3.1 Storage formats.Adportas RecKall allows two format options for audio storage during configuration: WAV and OGG. When using WAV format, the file will maintain the same G.711 CODEC if this was used in the telephone conversation. If the conversation used G.729 CODEC, the generated WAV file will use PCM. In turn, OGG files will use the Speex CODEC.

5.3.2 Encrypting audio files.If needed, Adportas RecKall may be configured to encrypt telephone recording files. A specific software will then encrypt pending files with a 128 bit key, so that accessing the server’s operating system will not necessarily imply unauthorized transfer or playback of recorded conversations. In turn, the final users may access these recordings over the Adportas RecKall web portal according to their profile and access configuration.

5.4 Backups.Adportas RecKall can backup recordings on DVD, Blu-ray or on an external device over a shared folder.

5.4.1 Backup on shared folder.On a daily basis and at a specific time defined by the user, the system searches for generated recordings with no backup, from oldest to newest, and copies them in a shared folder or other external device set for this purpose. These recorded files will be labeled using the format “extension_counterpart_timestamp_calltype”.

5.4.2 DVD or Blue Ray backup.Adportas RecKall periodically searches for recordings with no backup and verifies if their total is equal to or higher than the capacity of a DVD (4.7 GB) or a Blu-ray (25 GB). If the size is equivalent, the system generates an ISO image with these files and burns them on a blank DVD / Blu-ray placed in the recording server. If no DVD / Blu-ray is available, the system will send an e-mail to the registered administrator asking for an appropriate blank disc to be inserted for backup. A similar notification will be generated when the backup has been successful or if a problem has occurred.

To search recordings backups, the corresponding backup DVD / Blu-ray must be accessed. A special application included in the DVD / Blu-ray will open automatically.

5.5 High availability.High availability within the Adportas RecKall recording system achieves high availability by configuring two different IPs within the SIP trunk assigned for recording, enabling SIP negotiation in both main and secondary recording servers. The Call Manager will make a random negotiation by sending a recording Invite to any of these two servers and the current call will be recorded in either of them.

Adportas RecKall will then copy all recordings made by the main server on the secondary server, and viceversa. Both servers will be in constant synchro at all times.

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Carmen Fariña #6669,7640557 Vitacura, Santiago, Chile.

Phone: (+562) 2413 45 00Fax: (+56 2) 2413 45 01www.adportas.com

Adportas RecKall Active Recording ServerVoice VLAN web visibility for recorded telephones.Third generation or higher Cisco IP Phone with Built in Bridge, Jabber or Cisco Softphone.SIP Trunk for telephone signaling between CUCM and Adportas RecKall.Active Recording configuration in telephones recorded by CUCM.CTI user in CUCM with control over all recorded telephones.Route pattern creation in CUCM for Adportas RecKall.Recording Profile creation in CUCM for Adportas RecKall.Installing Adportas RecKall application on PCs for screen recording.Supports phones with G.711 A-Law, G.711 μ-Law or G.729A CODECs.

On Active Recording it is not possible to record telephones connected to Cisco ATAs or Cisco VGs.

Requirements

Limitations

Adportas RecKall Passive Recording ServerRemote access via VPN.Cisco IP telephones.SPAN enabling.CallManager V.8 or higher.Port mirroring on recorded extensions.Network port for main recording device.Supports phones with G.711 A-Law, G.711 μ-Law or G.729A CODECs.

5.6 Integration with external solutions.

5.6.1 Audio recording recovery web service.Third-party applications can consume a configurable web service offered by Adportas RecKall for recovering audio recordings and associated metadata from outside the Adportas RecKall solution. For this, the external solution must consume the Web Service available for this purpose by delivering unique or combined data equivalent to the one used by Adportas RecKall in its search engine. As a result, the Web Service is able to recover recordings and its respective metadata.

5.6.2 Recording control web service.Third-party applications can consume a configurable web service offered by Adportas RecKall for “on-demand” recording control from outside the Adportas RecKall solution. This web service also enables entering complementary metadata to those generated by Adportas RecKall for each recording. The external application must consume this available web service by delivering unique data, either for initiating a recording in a given extension, ending a recording or including additional metadata in a specific recording.

High availability diagram:

10 to 50 licencesCPU: Quad core or higher.Ram: 16 GB or higher.Drive space: 500 GB or higher.

100 to 400 licensesCPU: Hexa core or higher.Ram: 24 GB or higher.Drive space: 1 TB or higher.

Adportas CCKall hardware requirements

Synchronized recording copying

Adportas RecKall backup secondary server

Adportas RecKall main server

IP phone

CUCM

CTI-SipRTP traffic

Skinny-Sip

User interface

Documents

Voice and video call recording system for Adportas CCKall · 2017. 12. 7. · External backup system SIP trunk IP phone audio External audio Encrypted communication User interface